What complaints data does the TIO provide to its Members?


    When a complaint is first received by the TIO, or when a complaint is escalated to a higher case level, the TIO records detailed information about that complaint in its complaint management system. 
    By making these detailed complaint records, the TIO is able to use complaints data to give its Members practical insight into the problems their customers are reporting to the TIO, and to inform any statistical analysis our Members may choose to do internally.  The complaints data may also assist Members in their work to prevent consumer complaints being escalated to the TIO in future.  Potential insights to be gleaned from TIO data include:

    • Have my organisation’s complaint numbers increased?
    • What are the main issues concerning my customers?
    • How is my organisation tracking against the rest of the industry?
    • Could there be a systemic problem in how my organisation is dealing with its customers?
    • How do I know exactly what I have been billed for by the TIO?
    • How did that change in my organisation’s systems or procedures affect consumer complaints?
    • How is my performance tracking against industry codes of practice?
    • What parts of the industry codes should I look at to help me respond fairly to a TIO complaint?
    • Where and how has my organisation improved in its dealings with customers?

    To enable all TIO Members to take advantage of the opportunities afforded by TIO complaints data, the TIO offers a suite of standardised reports covering a wide range of topics.  The reports are generated weekly or monthly to ensure that TIO Members have access to the most up-to-date information, and they provide industry wide comparative data as well as complaint data associated with a specific Member.

    The reports (described in detail below) are available for download (along with your monthly TIO invoice) via the TIO’s web based Member Portal.  A secure and unique username and password for the Member Portal is emailed to your organisation’s nominated billing contact each month.

    In addition to the suite of reports provided via the TIO’s Member Portal, the TIO makes detailed complaint and issue reports publicly available via its website.  These reports can be accessed at: http://www.tio.com.au/publications/statistics.

    Should you have any questions about the generation of these reports, or how best to use the information contained within them, please contact the TIO’s Member Communications Team on 03 8680 8424.

     

    Report outline

    Weekly Report

    Please note that all weekly reports available on the Member Portal at any time will cover rolling five week periods.

    Should you wish to retain the weekly reports for comparative analysis at a later date, it is recommended that you download and save electronic copies of each report after you have viewed/printed them.

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    Report name

    Content

    File type

    1

    Work in Progress Complaints List

    This weekly snapshot of data is provided to assist the receiving TIO Member to monitor, respond to and resolve consumer complaints that are currently work in progress at the TIO.
    The report lists all active Level 1, 2, 3 or 4 complaints relating to a particular TIO Member. It includes the TIO reference number and creation date for each complaint, as well as the complainant’s name and contact number, their service type and associated identifier, the classification of the complaint and the name of the TIO Officer handling the complaint.
    This report is available over a rolling 5 week period , starting from January 24th, 2011

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    2

    Escalations for Non-Response

    This weekly snapshot of data is provided to assist the receiving TIO Member to monitor complaint escalations caused by its non-response to active TIO complaints.
    The report lists all the Level 2, 3 and 4 complaints which have been escalated during the last week as a result of a Member not responding to those complaints at a lower classification level.   The data within the report includes the complainant’s name and contact number, the TIO reference number, the date that the escalation occurred, and the name of the TIO Officer handling the complaint.
    This report is available over a rolling 5 week period , starting from January 24th, 2011

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    3

    Complaint Issues List – Individual Member

    This week end snapshot of data is provided to assist the receiving TIO Member to understand the specific nature of the complaints that their customers have raised with the TIO.
    The report lists all of the complaint issues that the TIO has logged against a particular Member during the last week.  The report includes the complainant’s name, service identifier and postcode, as well as the TIO reference number, the service type which is the subject of the complaint, and the amount of charges in dispute (if any). 
    This report is available over a rolling 5 week period, starting from January 1st , 2011

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    Monthly/Quarterly Reports

     
    Please note that only 12 months worth of monthly reports can be stored on the Member Portal at any time, and that any data that is more than 12 months old will become unavailable with the passing of each additional month.

    Should you wish to retain the monthly reports for comparative analysis at a later date, it is recommended that you download and save electronic copies of each report after you have viewed/printed them.  

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    Report name

    Content

    File type

     

    Tax invoice

    TIO Charges for the billing period.

    PDF

    1

    Complaints Overview  – Individual Member

    This month end snapshot is provided to enable the receiving TIO Member to both reconcile their monthly invoice and understand the nature of the complaints they have been billed for.
    The report summarises all complaints that the TIO has registered against a particular Member during the last calendar month, prior to the application of the TIO’s Complaint Charges Waiver policy.  The data is filtered by complaint level and service type.

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    2

    Complaints List – Individual Member

    This month end report lists each complaint to enable the receiving TIO Member to both reconcile their invoice and understand the nature of the complaints they have been billed for (also refer Report 1).

    The report lists all complaints (across Levels 1 through 4) that the TIO has registered against a particular Member during the last calendar month, prior to the application of the TIO’s Complaint Charges Waiver policy. It can be filtered by creation date, TIO reference number, complaint level and service type, and well as by the name and service ID of the complainant.
    This report also shows the primary complaint issue that relates to the complaint.

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    3

    Complaints List – Individual Member
    (CSV Version)

    This report replicates the data in Report 2 in a raw data format, enabling Members to more easily upload data to in-house applications.

    Csv

    4

    Code Issues – Individual Member

    This month end snapshot of data is provided to assist the receiving TIO Member to understand how industry codes are relevant to the complaints their customers have made to the TIO. The report also acts as notification of what code issues the TIO has reported to the ACMA during the last calendar month.

    This report lists all of the code issues recorded against a particular TIO Member in relation to complaints closed for the first time during the last calendar month. Only code data associated with cases that are closed on the day the report is run, and at the most recent classification level is included in this report.

    This report enables a TIO Member to analyse their code data by code issue status (possible or confirmed), TIO reference number, complaint level, code name and clause, complaint closure date, complainant name and complainant service identifier.

    Please note that code data reports prior to July 2014 included code data across all instances of closure at the current complaint level, instead of just at the first closure.

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    5

    Complaints Overview  – Industry Summary

    This month end snapshot of data is provided to enable the receiving TIO Member to compare their performance against that of all Members with complaints registered with the TIO.

    The report summarises all complaints that the TIO has registered during the last calendar month, prior to the application of the TIO’s Complaint Charges Waiver policy.  The data is filtered by complaint level and service type.

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    6

    Code Issues – Industry Summary

    This month end snapshot of data is provided to enable the receiving TIO Member to compare their own performance against industry codes to that of all Members with complaints registered with the TIO.

    The report provides a summary of all code issues that the TIO has recorded on complaints closed for the first time within the last calendar month. Only code data associated with cases that are closed on the day the report is run, and at the most recent classification level is included in this report.

    The data is sorted by code name and chapter and whether the code issue was possible or confirmed.

    Please note that code data reports prior to July 2014 included code data across all instances of closure at the current complaint level, instead of just at the first closure.

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    7

    Reclassification Request Progress Report

    This month end report lists each complaint reclassification request submitted by the TIO member for the relevant month.

    The report lists member complaint reclassification and review requests that are work in-progress, presently under assessment by the TIO, approved or declined in the relevant report month.

    The report captures the date the complaint was received by the TIO member (transaction date), matter number, original classification, the date the reclassification was requested, the level requested by the TIO member, outcome reason determined by the TIO, the date the TIO assessment / review was completed, the outcome level and the reclassification type. The reclassification type represents the stage at which the complaint has been assessed.

    Reclassification Request - When a member believes that a Complaint has not been classified or escalated in accordance with TIO Complaint Handling Procedures, it can submit a Reclassification Request to have the complaint reclassified.

    Reclassification Request Review - If the TIO declines a Reclassification Request the member can ask for a review of the decision by an independent Reclassification Review team.
    Approved reclassification requests will result in a credit on your next invoice.

    For more information on the TIO’s reclassification request process visit: http://www.tio.com.au/about-us/policies-and-procedures/reclassification-requests

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